Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have student loans that were taken out starting in XXXX. Since then those loans have been consolidated. Most recently I consolidated my loans in XX/XX/XXXX to take advantage of the limited waiver before the XX/XX/XXXX deadline. My Mohela account doesn't reflect the limited waiver or any of my loan history prior to my XX/XX/XXXX consolidation. I'm concerned that 1 ) the limited waiver hasn't been applied to my account, 2 ) my total loan history isn't showing, and 3 ) that my past loan history and payments aren't showing. I would like Mohela to update my account to reflect my complete loan history, PSLF ECFs submitted, the limited waiver, and my updated PSLF payment count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I graduated from my XXXX program back in XX/XX/XXXX and was preparing to pay back my loans via XXXX. All of my loans transferred over to Mohela as I applied for the PSLF program. Prior to XX/XX/XXXX, my loans still had not transferred. On this date, I got an email from Mohela, which also showed up on my Mohela account, that my repayment of {$210.00} is due on XX/XX/XXXX. They provided a 3 day notice for my first payment toward my loans. Furthermore, my application for the SAVE program was not looked at, I applied for this back in XXXX. So now, my loans were under 4 different repayment programs, as per the Mohela rep I spoke with on XX/XX/XXXX. I then had to reapply for the SAVE repayment program, despite already applying in XXXX, and somehow that application was not processed. It appears that loan servicers are required by law to provide at least 21 day notice for loan repayment. I received only 3 days. I did make the payment on XX/XX/XXXX, which was on time, though when I spoke to a rep on XX/XX/XXXX, she stated my account was in delinquent status because my payment was not yet processed, despite me having confirmation via email and on my Mohela account that I made the payment by the due date. See attached documents for proof of receipt, billing date was XX/XX/XXXX, and due date XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98902
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I requested for the balance on my account to be removed because my loan balance is XXXX as it was forgiven by the government
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called XX/XX/XXXX trying to find out why I had not received a billing statement for XX/XX/XXXX. My normal billing date is the XXXX of the month, so I should have received a billing statement by XX/XX/XXXX. When I reached out to Mohela regarding the issue, they stated they did not have enough time to update my account so my next payment would be XX/XX/XXXX. I asked the representative about XXXX as I am pursuing PSLF and XXXX would have been my XXXX payment. The representative said that XXXX would not count towards PSLF as I would not have a payment due. They are forcing me to wait until XXXX to make my final payment, even though the extension into XXXX was no fault of my own. I just want to be able to pay my Jaunary payment so I can submit my Employment certification form for the completion of the PSLF program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive attempted to make my payment multiple times. The latest time I called they said they would open a payment investigation. I called my bank to verify they attempted to pull the money on the payment dates and they have not record of any attempted debits from Mohela. They also took my account off auto debit and stated that I could set it back up online which I tried to do several times but it kept failing when I was trying to hit the submit button. I called to try to setup auto debit after that and they stated they couldnt set that up over the phone that I would have to request a paper copy of the auto debit form and mail it back. I requested the paper form be mailed to me of which I never received. These people are collecting interest on my account and saying Im in default when Ive been trying to pay my loan for months!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When I reviewed the notice Mohela would be my new lender. I created my user account and seen it said I was on administrative forbearance and did not have an upcoming payment. I reached out multiple times for clarification. They did. It respond. The next month I received a notice I was late on a payment. I reached out to through their online messaging and phone to explain the situation. I chose to pay my monthly payment but it continues to state one payment missed Another issue is with my PSLF, it states I need my employer to certify my employment but I have already done this. It also has a previous employer from 2016. I have reached out to please update my current employer and my PSLF documents. I have not received any response. I am deeply concerned my payments are not being processed properly and information is incorrect which will lead to me not qualifying for my 120 payments. I have been in college with loans for 18 years and interest has accumulated massively.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was enrolled in REPAYE prior to the end of the COVID-19 forbearance ( see documentation provided ). Instead of automatically moving my loans into the SAVE plan, MOHELA placed them in the Level plan ( see documentation provided ). I am now forced to pay {$2000.00} per month indefinitely until they convert me to the SAVE plan payment of {$520.00} per month. MOHELA has provided no timeline for when this change will take place. The MOHELA representative I spoke with today told me I am responsible for all payments until they can convert me to SAVE ( ie, correct their error ). MOHELA is stonewalling me, prohibiting my access to an income-based repayment program I was approved for and am currently eligible for. This is fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loans were transferred to Mohela earlier in XXXX because I am on PSLF. I have been working toward PSLF for years and have been on IDR during that entire time. On or around XX/XX/, I submitted an application for the SAVE program in order to lower my monthly payments while remaining on a qualifying IDR plan. As of XX/XX/, Mohela still hasnt processed my SAVE Plan application, and despite several calls and requests for information refuses to give me any information about its status, when it will be resolved, etc. My administrative forbearance expired in XX/XX/XXXX and Mohela sent me a billing statement, despite not having processed my application for several months through no fault of my own. After 2 phone calls, Mohela agreed to extend my administrative forbearance through the end of XX/XX/. I was promised that the forbearance meant I would not have to pay the bill issued for XXXX. However, I got notice in early XXXX that my account was removed from the IDR plan I was on and now Im on a fixed payment plan that is beyond what I can afford. I called Mohela and they could not explain to me why I was removed from my existing IDR plan while my IDR/SAVE Plan adjustment was still being processed. I was told by Mohela it didnt matter because my IDR/SAVE application would eventually be processed ( but they had no time estimate or information about why its still pending ). Mohela said they could not put me back on my prior IDR plan, or why it changed in XXXX despite me submitting my IDR adjustment application in XXXX. Now, the XXXX payment date passed and, despite being told I would be in forbearance, my account now shows that I am past due on that payment. I called Mohela again and they have no information on my IDR application status beyond pending/processing. It is unclear if they can get the past due removed from my account. If my SAVE application is for some reason denied I wont be able to afford my payments and I will not be meeting the PSLF criteria because I was removed from my prior IDR plan. And if my SAVE application is still not processed in XXXX when my forbearance is up, I will be facing a bill I can not pay through no fault of my own and a month of payments that does not qualify toward my PSLF forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have two issues to complain about - 1. In early XXXX I requested a refund of my payments for XXXX and XXXX. Because I wasn't given my loan bill in an adequate amount of time as required by law, I was placed in a forbearance. I called MOHELA and I was told that they would be refunded. On XX/XX/XXXX I received one payment but I am due one more. I would like that payment immediately to be credited to me. 2. On XX/XX/XXXX I submitted my final XXXX XXXX via XXXX. My employer filled this out quickly and it is listed as completed and sent to servicer within one day, but it hasn't been reflected. I requested a forbearance while MOHELA completes my loan forgiveness and that so far, has also not been applied. The timeline is such that a payment will be due in XXXX because of the slow service provided to me- which will likely affect my credit score. I have called, and not gotten answers, the wait time for any call is XXXX. I have used the secure message feature, and I have NEVER had a message replied to. I feel service this poor can only be intentional.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela misapplied my XX/XX/XXXX payment and issued me a past due notice in error. I have 12 federal student loans. For my XX/XX/XXXX payment, it did not apply the fully monthly payment to one of my loans, instead applying it to 3 other loans. On XX/XX/XXXX, I called and wrote Mohela about this discrepancy. I asked them to apply the correct monthly payments to each of my loans as I had authorized when I enrolled in auto debit. While they fixed the problem with this loan in question, Mohela then XXXX out my payments for eight other loans and applied it to just three loans for my XXXX payment. It now shows that I am past due despite having paid my monthly payment in full. I called again on XX/XX/XXXX, the Mohela representative I spoke with told me they were going to fix the problem on their end but gave me no estimate of how long it would take. To fix the problem going forward, Mohela had me cancel my auto debit and told me to re-enroll in order to benefit from the .25 % in interest savings. As of XX/XX/XXXX, it still shows that I am past due with incorrect amounts owed for next invoice due on XX/XX/XXXX. I am specifically asking the Department of Education to put me on administrative forbearance so that I am not penalized for their errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A